Salud Informa. A platform for improving accessibility to health information and procedures
About this good practice
The increased access to health information has significantly changed the role of patients. This is especially true for those who, besides seeking information and efficiency in their interactions with health services, are becoming more responsible for their self-care, adhering to prescribed treatments, and making better-informed decisions. The rise of smart mobile device applications makes these tools ideal for delivering health services that enhance the user experience, provided they ensure the protection of health data.
Specifically, the Salud Informa app allows users to manage medical appointments, consult treatments, receive notifications (medications, appointments, public health notices), check the surgical waiting list, and securely access medical reports and test results from their clinical history via their mobile phones. This initiative by the Aragonese Health Service targets citizens using the public health system in Aragon. It is particularly beneficial for senior patients, who are the majority and often face challenges in completing procedures in person due to geographical dispersion. Additionally, it helps optimize public resources, facilitates the work of admission, information, and user care services, and significantly influences healthcare professionals.
Resources needed
Internal resources: four functional managers
An external corrective IT support team consisting of two members & an annual allocation of hours for evolutive developments. Base tender budget (incl.VAT) for 2 years is €2.203.451,71. It includes a call centre staffed by 22 people; 7h to 21h, 365 days.
Evidence of success
An increased use of Salud Informa, & decrease in demand for in-person care, is shown by the installation of 551,441 apps, which represents 41% of the 1,343,232 Aragón health cards. Moreover, there are users accessing the Salud Informa website and/or using telephones. Statistics until Aug-24: 1,665,680 appointments made via the app and website, 717,966 notifications for other appointments, 295,464 treatment reminders, & 2,426,691 SMS messages sent to access medical history and other health data.
Potential for learning or transfer
The adoption of mobile applications and other web tools by health services in various European regions will enhance their efficiency and improve the patient experience. These tools facilitate user access to medical services, appointment management, treatment consultations, notifications, and access to medical reports.
However, effective change management extends beyond app design and usability. It also encompasses the digitalization of healthcare professionals’ schedules, the management of unified databases, and the development of a unified electronic medical history for patients. This process will likely require resources and equipment for redesigning work processes in healthcare centres, support and training for professionals, usage tests, and ongoing adjustments, involving all parties concerned.